Which change management process component is concerned with the cost and resources necessary for implementation?
  • assessment
What is the reason to escalate a problem from a level one technician to a level two technician?
  • when drivers, applications, or operating systems need to be installed.
What is a typical task performed by a level one technician in a call center?
  • gathering information when a customer calls for help
Which statement best describes a call center?
  • It is a place that exists within a company and provides computer support to both employees and customers of the company.
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
  • evidence tampering
During computer forensics investigations, which type of data is lost when power is removed from the computer?
  • data that is stored in RAM
Which is true regarding the treatment of customer property?
  • A customer's phone list is customer property and must be kept private.
What does a technician need in order to make changes to software installed on the computer of a customer?
  • the authorization of a more senior technician.
Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)
  • The technician should be sure to treat all customers equally.
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
  • Call the customer back to ask any additional questions and resolve the problem.
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
  • Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

  • Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

  • Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.

A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?

  • Report the findings through the proper channels.
What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)
  • spending time explaining what caused the problem
  • putting the customer on hold or transferring the call
Which statement is characteristic of most personal software licenses?
  • A user is allowed to install the software on only one computer.
What is a characteristic of the open-source license of an application software?
  • It allows users to modify and share the source code.
What is the definition of cyber law?
  • the collection of international, country, and local laws that affect computer security professionals